Eclipse Scout. Eclipse Scout in the Banking Industry

Transcription

1 Eclipse Scout Eclipse Scout in the Banking Industry Eclipse Banking Day 2010, June 1 st, Copenhagen Jens Thuessen, Andreas Hoegger, Matthias Zimmermann BSI Business Systems Integration AG

2 Talk Outline Introduction Who is BSI (Jens) Make or Buy (Jens) The Challenge (Matthias) 3 Cases Credit Card Services (Matthias) Customer Support (Andy) Account Opening Workflow (Andy) Eclipse Scout Management Summary (Andy) Outlook (Matthias) Discussion, Questions

3 Who is BSI

4 Make or buy Why buy Managers like to buy out of the box Content of box doesn t fit my business Necessary adaptations don t fit into budget Why make Perfect, modern, flexible, architecture Drowning in details, missed schedules, exploding costs Do both with Eclipse Scout, and BSI Solutions Quality, Time to Market, Costs ca. factor 2-4 Synergies between Projects developers start talking Lifelong valid Architecture Our products are 16 years old, were always leading in technology and never end of life.

5 Which one is easier to sell? Slow, Borring, Expensive, Old 60 L/Hour avgas, 125 Knots full fuel payload: 4 persons operation costs: >300 Euro per hour Euro, Year 1972 Certified Fast, Fun, Safe, Cheap, Modern 20 l/hour mogas, 135 Knots full fuel payload: 4 persons operation costs: <100 Euro per hour Euro, Year 2009 Experimental

6 The Challenge BSI Business Systems Integration AG

7 Traditional Situation Distributed User Interfaces Error prone manual processes High operating / maintenance costs Expensive user training Card Management Customers Accounts Transactions Archive

8 Typical Approach BSI Single Customer View Less training is required User productivity increased Client satisfaction improved Open application stack SOA / Eclipse / Java Card Management Customers Accounts Transactions Archive

9 Scout Applications Web Scout App Mobile https https https Scout Application Plugin Plugin Services J2EE App Server Services Services Services Services Services BSI IT Environment ERP DWH ERP Services Services DWH Services

10 Eclipse Scout Customer Benefit Leverage functionality of existing solutions BSI Contact BSI CRM BSI Account Based on an open application stack Stability, flexibility, simplicity of Eclipse Scout Equinox OSGi / Eclipse Platform / SOA Joint development option Affordable integration and adaptation to customer needs

11 BSI Contact Case 1 BSI Business Systems Integration AG

12 Typical Approach Single Customer View Less training is required for new agents Agent productivity increased Client satisfaction improved SOA / Eclipse / Java BSI Contact Card Management Customers Accounts Transactions Archive

13 General Setup Relevant Business Cases Lost / stolen credit cards Inquiries about billing / blocked transactions Credit limit updates PIN resets Existing Solution Too complex, too many systems involved Individual systems oriented along internal departments Individual systems not well aligned with call center needs Use of paper documents, checklists

14 Overview Facts Project volume 9 months duration (Kickoff meeting Go-live) Application millions of credit cards calls per day 300 call center agents From 12 to 2 weeks training time

15 Implementation BSI Contact BSI Contact based on Eclipse Scout framework Necessary adaptations for credit card business Call center agents now work with a single system Process wizard support for business cases No more paper checklists Integration in IT Landscape Existing systems via webservices Process engine (IBM, WebSphere Process Server)

16 Detail: Call Transfer Clients don t like to be transferred Clients hate to repeat their requests Scenario: Current agent not authorized to update credit limit Call to be transferred to authorized agent Minimize Client Pain The exact screen - including the current process step can be transferred to the authorized agent New agent continues at the exact state handed over by the previous agent

17 BSI CRM Case 2 BSI Business Systems Integration AG

18 Typical Approach Single Customer View Less training is required User productivity increased Client satisfaction improved SOA / Eclipse / Java BSI CRM Customers Accounts Transactions Archive

19 CRM Features Sales Customer history, Lead Management: From contacts to opportunities, to offer generation, Strategic Selling, document management, task management Marketing Campaign management: Review Process, Duplicate detection and resolution, Mass mailings, Multi Channel: , Letter, SMS, Phone, Lead generation Contact Center Computer telephony integration (CTI) Basic contact center functionality Reporting Sales funnel, Forecasts, Financial history, Corporate Performance Management Office integration: Customer Reports (Word/PDF), Diagrams, Pivot Tables, Charts

20 CRM Architecture CRM Web CRM Client CRM Mobile https https https CRM Backend Plugin Plugin Services Services Services Services Services Services BSI CRM IT Environment ERP DWH ERP Services Services DWH Services

21 Overview Facts Project initial volume 6 months duration (Kickoff meeting Go-live) Application users One system One UI Integration into a shared user platform based on Eclipse RCP 30 interfaces to other applications

22 User Interface

23 BSI Account Case 3 BSI Business Systems Integration AG

24 Typical Approach Single Customer View Less training is required Agent productivity increased Client satisfaction improved SOA / Eclipse / Java BSI Account Customers Accounts Transactions Archive

25 Overview Facts Project volume 6 months duration (Kickoff meeting Go-live) Application 300 account applications / modifications per day 100 account managers From 265 down to 45 interactions to open an account

26 Implementation BSI Account Based on Eclipse Scout framework Computer telephony integration (CTI) Process wizard support for business cases No more paper checklists Integration in IT Landscape Existing systems via webservices, JMS, and others Document archive integration Process engine (CARNOT) Hibernate

27 Previous Solution Previous Solution BSI Account

28 Improvement Previous Solution BSI Account

29 Eclipse Scout BSI Business Systems Integration AG

30 Architecture Scout Scout SDK Application Plugins Sample Application

31 Scout SDK

32 Example Application

33 Entry Point Component Model

34 Representation

35 Benefits Flexibility Ability to exchange UI layer (Web, Swing, SWT) GUI less client testing Clearly defined application architecture Stability Separation of the UI layer Abstract component models Extendibility Representation Components Sound Architecture Easy to learn Reapply knowledge across projects Simple, stable, flexible

36 Services (SOA)

37 More Benefits Modularization Exchangeable, multiple implementations ESB node compliant Reusability Transactions Simplicity Service proxies Client notification

38 Outlook / Roadmap

39 Scout Deploys

40 Scout Infos Links Wiki Forum Blog Twitter Homepage now Homepage soon

41 Discussion, Questions?!

42 Thanks BSI Business Systems Integration AG